IT Operation Manager,
MBN Inc. / Radio Sawa
Total years of experience :22 years, 7 Months
• Support and troubleshoot Windows servers, Sybase databases and the Team News newsroom management system servers including Team News, Dalet Web Portal, wire/ingest servers.
• Monitor Dalet Team News/wires servers.
• Maintain Dalet 5.1e and/or Dalet Plus Streaming and Netback machines including rebooting and syncing of Sawa’s 8 audio streams.
• Support and maintenance of the following:
Avocent KVM server and clients as necessary.
Dalet 5.1e and/or Dalet Plus digital audio databasing system and client application.
Powergold music scheduling database and clients.
LAWO digital audio routing and studio system.
• Contact NCC, Alhurra, Dubai, Sawa’s web host as needed to report dead air and keep broadcasts on air.
• Assist in the planning, development, and implementation of future broadcast system deployments and upgrades as directed by Sawa technical management.
• Maintains the Sawa Dalet Audio Production System, Sybase databases and associated subsystems, local/remote backup and disaster recovery sub systems.
• Support Sawa’s local area network and wide area network connections.
• Network Monitoring Backup & Recovery.
• Server maintenance to include server failover and disaster recovery.
Configuring applications for clients in various departments of Sawa.
• Conduct research and analysis of open source social media venues in the AOR of CENTCOM.
• Provide socio-political analysis on trending events in the AOR region.
• Provide specific skills and understanding of the regional media environment and utilizing different techniques to track and analyze regional language weblogs and forums.
• Track key communicators \[media outlets, journalists, academics, terrorists, government officials, and NGO global leadership\] to map the influence of each within the media space.
• Provide predictive analysis using subject matter expertise on key storylines in social media.
• Edit weekly reports for social web monitoring team.
• Capture important developments in Africa and the Middle East regions and analyze sentiments.
• Engage in weekly briefings of country specific trends.
• Managed a team of six System Support Engineers in supporting Government users, Contractors and General Dynamics employees with day-to-day usage of all fielded software.
• Administration and configuration of domain-level accounts.
Developed and managed the creation of an Incident Management process in accordance with ISO 20000.
• Created and distributed Customer Satisfaction Surveys.
• Collect and present Incident Management Metrics, Service Desk Metrics, and Trend Analysis to General Dynamics Management.
• Managed the creation of a Business Continuity and Availability process for the entire General Dynamics-Intelligence Solutions Division.
• Create and maintain the Disaster Recovery procedures and conduct annual full scale testing.
• Conducted interviews, hiring’s and performance evaluations of staff members.
ISO 20000 Information Systems Security Manager, General Dynamics IT
• Develop and agree on system access policies for external organizations
• Document security controls
• Operate security controls
• Approve Information Security documentation
• Communicate policies
• Report on KPI’s to continually improved the processes
• Assess impact of change requests on security controls
• Provide comprehensive and consistent levels of technical support to over 4, 000 General Dynamics Global Operations customers in the use of internal Information Management Systems mission-critical applications
• Provide advanced technical support with account administration, timecard administration, procurement administration and application administration within an advanced ITIL best-practices environment
• Provide assistance for personal computer/client server support, MS Office applications
• Support global usage of CITRIX, Siebel Systems, Oracle Business Intelligence, Active Directory Server
• Support internal application design, development and test, database design and administration, telecommunications and network support administration
• Perform triage, troubleshooting, and escalation of approx 800-1200 cases and service requests per month
• Provide superior customer service and maintain excellent working relationships with internal support groups
• Provide system and operational training and mentoring to new employees
• Create and distribute training documentation on use of the internal applications
• Completed and Passed the Government Foreign Language test.
• Translated Arabic language oral and written media into English including hardcopy, electronic, and multi-media material
• Translated conversations (Arabic to English and English to Arabic)
• Produced written reports and summarization of key points, detailed summaries, and transcripts of the material
• Analyzed data from multiple sources, combined it with expert cultural and current affairs knowledge, and wrote analytic products to meet client’s requirements
• Provided technical and customer support for MCI’s dedicated internet access customers through a variety of troubleshooting and problem solving methods pertaining to frame relay, 56k, and T1 lines
• Utilized equipment to support fault detection, outage correlation, performance metrics and reporting to support specific service level agreement requirements
• Hands-on implementation and configuration of network devices such as Cisco routers
• Solid knowledge of TCP/IP
• Knowledge of Fast Switch Ethernet, BGP, FR, ATM
• Knowledge of approaches and logic for designing TCP/IP WAN Networks (Equipment selection, configuration, routing, etc.)
• Utilized support applications including Remedy, HP Openview, ETMS, and various UNIX scripts
• Detected, isolated, and worked customers issues related to the local Telco, MCI’s internet backbone, Customer Premise Equipment (CPE), and various networking issues
• Responsible for keeping customers informed and updated on open trouble tickets status within team and individual ticket queues
• Experienced with protocols and troubleshooting utilities such as traceroute and ping
• Served as an escalation point for network issues including backbone routing, customer router configuration and various Internet related services
• Provided guidance to department engineers with implementation and maintenance of multiple networks
• Performed cold-calling and prospecting to small and medium companies for new business
• Consistently met and exceeded monthly sale quotas
• Provided systems solutions and support
• Recommended hardware configurations and acquisitions
• Evaluated and implemented anti-virus procedures and tools to minimize virus impact on groups
• Configured servers in accordance with customer requests
• Created and maintained all user and email accounts
• Provided consulting services to the customers.
• Managed warehouse inventory
• Troubleshot and resolved network and hardware problems
• Performed tasks related to answering customer inquiries received via telephone, in person, or through applications and correspondence
• Provided support for Dedicated and Switched customers
• Managed international and long distance voice troubles for residential, commercial business, and wholesale carrier customers
• Opened trouble tickets, pursued, and escalated issues with underlying carriers such as Tier 1 carriers, direct connects, Foreign PTT’s, LEC’s, and other Inter-Exchange carriers
• Troubleshot area outages, 800 numbers, and calling card problems
• Navigated the traffic management system to find calls, show current ASR’s, and thresholds
• Used Local Exchange Routing Guide to confirm calls were routed to the correct tandems and end-offices
• Used AS400/IXPLUS to look up residential customers’ information and confirm they were PIC’d correctly
• Verified residential customers ANI’s were built properly in the switches
• Trained new employees starting on the job
I was Listed on the Dean and the President List for my Grads. Received Honor Medallion for my GPA.